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| - *** New management maybe????
I first went to Friendly Auto a couple of years ago because of their positive Yelp reviews. For the longest time, they were great. Lately, specifically over the last few visits, their service has been awful. Last week I took my car in for an oil change. They said "an hour, tops" so I waited there. 90 minutes later I go back into the lobby to ask about my car, and the guy says "shouldn't be more than a few more minutes." I look around, my car isn't in the bay, it's actually parked outside. So I ask him if it has even started yet, and then he decides to look around and notices my completed paperwork is on the counter. God knows how long I would have had to wait had I not asked. Why say "shouldn't be more than a few more minutes" before even looking or knowing what the real answer is? I chalk it up to a bad day. No big deal.
Today I bring my wife's truck in for a serpentine belt replacement. "Should be an hour - we get the part, and then 20 minutes labor. We'll call you." I leave to go run errands. Two hours later I call asking for a status, and they said they just realized they had the wrong part, and it would be another 30 minutes or so. It took them over two hours to figure out they had the wrong part, when the original estimate was an hour? When I picked up the truck, I told them I was very sad that their service had declined and to take me out of their customer list. He replied "well, you're free to do what you want..." No ownership, no responsibility, and no apology.
Back to looking for a new service shop ... good help is truly hard to find. I'm sad to see this shop decline so significantly.
***** I wanted to comment on the reply that was left for this review. Yes, I missed the call that my car was ready. What the responder failed to mention was that I called back within 30 seconds. How is that relevant or mitigating? This doesn't change any of the facts, that I was told it would be an hour, that they didn't realize they had the wrong part until over two hours, and that no call was made to tell me it would be longer than quoted by more than double. The only call I received was when the car was finished, almost three hours later.
I'm not sure the statement "well you are free to do what you want" counts as profusely apologizing. An apology would be something along the lines of "I'm sorry we screwed up your afternoon plans, twice, and we will counsel the employee(s) responsible to minimize the chance of this happening again." Mistakes happen, sure, but blaming the customer for being upset about delays? I've said my peace, take care.
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